A decade or two ago, a guest would come stay at your hotel and have a bad experience with a dirty room or a surly front desk clerk. Maybe they would complain to you, perhaps they would tell their spouse when they got home if the situation was still bothering them. And then maybe it would come up in party conversation a week later when a friend inquired about their trip.
Now add in the key ingredient of a wired, connected, social media mad world, and suddenly telling a few people turns into 200, 2,000, and counting! Do you really want that many people knowing about a bad experience that a guest had at your hotel? This is why online reputation management actually is quite important.
Today, if a guest has a negative interaction with your front desk clerk, you can bet this interaction will be reported on Facebook or Twitter by the time they get to their room. Suddenly all of your dirty laundry, so to speak, is visible to the world.
Why is your online reputation important?
In a highly competitive market, hoteliers are struggling to stay afloat by retaining guests and attracting new ones.
Hoteliers have to actively engage with the audience on review websites to not only create a good brand image, but also to encourage more reviews with the goal to rank higher in search results.
Not only are consumers researching for trip information and the reviews by other travelers through these sources, but also more number of travelers are sharing their experiences during their trips in the form of reviews, impressions, photos and videos.
What should a smart hotelier do?
The key is to understand that simply monitoring and responding to reviews is not going to be enough, rather you have to take additional measures. Some hotels used to have dedicated people or even entire teams to manage online reputation but now, things have become easier.
Value4Brand does the continuous work for you by telling you exactly where and when to respond. It is not just about the prompt replies but about doing the operational changes required to meet customer expectations as well.
A sound reputation management strategy should be in place which ultimately helps in better pricing decisions and better service.
A little help from a great reputation management company like Value4Brand can be the one small but crucial step towards ensuring your hotel’s success.
Though online reputation management is an intricate concept of marketing, it encompasses all the hotel’s functional areas that impact the guest experience. All departments must be working together to maintain an online reputation. Revenue management and online reputation should not be exclusive. A sound reputation management strategy should be in place which ultimately helps in better pricing decisions and better service.
A great reputation management software (like Repup) can be the one small but crucial step towards ensuring your hotel’s success.
For more information check Value4Brand Reviews .